Given that prior to his posts in this thread mOOzilla sung the praises of Steam in almost every damn post he made on this forum (including in threads that weren't even remotely about Steam), I seriously doubt he is lying here. Plus, it's not as if the poor treatment he received at the hands of Valve is unprecedented. The perils and tenuous nature of Steam are obvious just by reading the Steam subscriber agreement, and of course Valve's customer service is notoriously inattentive and unaccomodating. Hell, the company is so cheap and aloof that it doesn't even have a telephone number for customers to contact it. It's easier to ignore customers and refuse their requests when you don't actually have to listen to customers complain. So, it certainly doesn't surprise me that mOOzilla got burned. It could happen to any Steam customer at any time as Valve essentially guarantees in the Steam subscriber agreement where it states "VALVE DOES NOT GUARANTEE CONTINUOUS, ERROR-FREE, VIRUS-FREE OR SECURE OPERATION AND ACCESS TO STEAM, THE STEAM SOFTWARE, YOUR ACCOUNT AND/OR YOUR SUBSCRIPTIONS(S)." The only guarantee for Steam customers is that there is no guarantee that they will be able to play the games for which they paid their hard-earned money.
I think you're suffering from a misconception here, Riley. Why would it guarantee error-free operation when, as an Internet only entity, there are too many factors that could result in you getting any one of these errors, that could also be caused by too many other factors. All that statement does is put the burden of proof on the consumer, rather than the company. And if your ISP goes down, should Steam be held accountable, which is what you seem to be suggesting. How about if a router goes down between Steam and your ISP and you're unable to connect. Are you then going to blame Steam?
You spout off the platitudes of someone who so blindly hates something that they don't see other possibilities. And think about where the company makes its money. It certainly doesn't make it off of subscriptions, except from Cybercafe's perhaps. It doesn't make them off of usage statistics. It makes its money as a medium to buy games and a publisher. With that in mind, who pays for the servers you play on? Or the connections to those servers? Or the anti-cheating technology used to keep the servers secure? It boils down to this, if you don't like the service, don't pay for it.
Would you rather have to pay more for a game just so you can talk to someone on the phone rather than through email? Is your instant gratification so instilled? Email and the web interface seems to service them well enough, and if their business were truly hurting, then they might add call center support, but so far, they obviously haven't felt the need for it.
I've already stated my opinion on m00zilla, and you're like the doomsayer out there, "Something bad is going to happen because life sucks.", and then, when someone dies because they get attacked by a shark, you'll be right there, "I told you so!"